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Snap Plaza 8th floor, Bole Next to The Millennium hall. Addis Ababa, Ethiopia
Job Description:

Responsibility

  • Evaluate the quality of QA sessions on Customer Support Agents’ communication with clients and their compliance with internal guidelines and metrics (70% of your workload)
  • Prepare reports and provide feedback according to the results of quality checks 
  • Continually revise and improve the effectiveness of the QA process and procedures to increase the quality of Sales Activities
  • Participate in developing, improving, and implementing quality control systems, establishing standards and regulations, and monitoring compliance
  • Define which learning and training needs are necessary to increase the productivity of Customer Support Agents and L&D specialists
  • Keep an eye on new communication/sales/business trends that are worthy of being implemented to make sales workflows and results better
  • Carry out training, seminars, and master classes for L&D specialists on staff development, services/product procedures changes
  • Carry out QA checks for the assigned team; organize one-to-one coaching sessions to discuss and improve QA results
  • Provide recommendations for improving Customer Service level (if appropriate)

Term

  • Flat organizational structure
  • Opportunities for professional development and personal growth
  • Corporate events, holiday celebrations, team-building activities
  • Friendly and supporting environment, young team
  • The working schedule is Monday - Friday, 10:00 - 19:00 in a modern, cozy, and comfortable office Timely payment, career prospects
  • Fully paid training

Job Requirements:

Qualification

  • Strong Upper Intermediate / Advanced English (B2/C1); excellent verbal, written, and interpersonal communication skills
  • At least one year of experience in a similar position (i.e. Sales Assistance, Customer Support, Quality Control Manager) in B2B / B2C international markets
  • Previous experience in a managing position at a call center is preferred — Advanced user of Sheets, Docs, Slides, Forms (MS Office, Google Docs, Spreadsheets, etc.), and CRM 
  • Experience working with key metrics and process effectiveness indicators
  • Customer service-oriented attitude
  • High level of learning and teaching skills (working with a significant amount of information; carrying out of training, seminars, master-classes experience is preferred) 
  • Critical thinking and a systematic approach to work with a focus on high-quality standards
  • Ability to recognize and assume responsibility, to be persistent in completing a task
  • Ability to motivate and influence others
  • Ability to adapt well to a changing situation, and successfully set and adjust priorities as needed;
  • Detail-oriented and well-organized person, commitment to quality work processes
  • Ability to establish positive relationships and gain the confidence of others
Posted:
08.15.2022
Deadline:
08.25.2022
Job Category:
Customer ServiceSales and Marketing
Customer Service, Sales and Marketing
Employment:
Location:
Addis Ababa
Carolina Logistic PLC Carolina Logistic PLC

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